Dealing with challenging behaviour

People who handle complaints often say the hardest part of their job is the behaviour of some people. Discover strategies to prevent or de-escalate challenging behaviour.

Loading sessions...

Course content

During the workshop, you will work through:

  • a model for dealing with challenging behaviour
  • how to consider Victoria’s human rights, equal opportunity and workplace safety laws to identify, prevent and defuse challenging behaviour
  • skills to manage or limit service provision in response to behaviour that is unreasonable.

Learning outcomes

After completing the workshop, you will be better able to:

  • identify challenging behaviour
  • prevent or de-escalate challenging behaviour
  • manage behaviour where it raises health, safety, resource or equity issues, in a way that is lawful, fair and transparent
  • deal with challenging behaviour that may be associated with a disability or mental illness
  • respond to people who raise concerns about suicide
  • identify strategies for self-care and care of staff.


Excellent mix of exercises and activities. Wonderful presenters - great with the group, considerate of all, welcomed input. Variety of topics and activities kept the group interested.

December 2020
(Our) management team … has been very impressed with the impact of the training. It has been a catalyst for our self-care message and to get better outcomes when our people have challenging conversations with clients.

October 2019
The workshop provided an opportunity to reflect on how I deal with people. It also provided tools and strategies to deal with the challenging behaviour.

May 2019

Contact us

For all enquiries, contact our Education team at


Marita Cullen

Marita Cullen

Program Coordinator and Facilitator, Victorian Ombudsman

Marita’s firsthand experience dealing with complaints supports the high level of training she provides to our public sector education programs.

Before joining the Victorian Ombudsman as an Investigation Officer, Marita provided investigation and regulatory services with the Victorian Institute of Teaching and the Tertiary Education Quality and Standards Agency.